Service Desk Representative

The University of Texas at Austin•Austin, TX

17d•$42,000•Remote

About The Position

General Notes Flexible work arrangements are available for this position, including the ability to work remotely. Remote work for individuals who reside outside Texas but within the United States and its territories will be considered and requires Central Office approval. This position provides life/work balance with typically a 40-hour work week and travel limited to training (e.g., conferences/courses). Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state. Your skills will make a difference. You’ll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working for our campus. The University of Texas at Austin and Enterprise Technology provide an outstanding benefits package to our staff. Those benefits include: Competitive health benefits (employee premiums covered at 100%, family premiums at 50%) Voluntary Vision, Dental, Life, and Disability insurance options Generous paid vacation, sick time, and holidays Teachers Retirement System of Texas: a defined benefit retirement plan Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b) Flexible spending account options for medical and childcare expenses Robust free training access through LinkedIn Learning plus professional conference opportunities Tuition assistance Expansive employee discount program including athletic tickets Free access to UT Austin's libraries and museums with staff ID card Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards Must be authorized to work in the United States on an ongoing, full-time basis for any employer without sponsorship. This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work. Purpose To act as the primary point of contact for a university community of 70,000 members, addressing a wide range of inquiries and issues related to technical and business services. This role collaborates closely with Enterprise Technology (ET) and local support teams to ensure prompt resolution, enabling students and staff to return to their work and studies efficiently. The position is also responsible for upholding ET’s commitment to being a trusted partner and delivering optimal value in foundational IT services at UT Austin.

Requirements

Fluent in Spanish.
Two or more years of experience in a customer service environment.
Passion for helping people using excellent verbal and written communication skills.
Ability to work and adapt to a fast-paced, ever-changing environment.
Demonstrated ability to effectively communicate by phone and in person.
Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
Some knowledge of information technology concepts.
Demonstrated analytical and troubleshooting skills.
Demonstrated ability to follow prescribed procedures and escalation paths.
Demonstrated initiative and ability to act independently to resolve issues and requests.
Demonstrated ability to manage multiple priorities and follow through on projects to completion.
Equivalent combination of relevant education and experience may be substituted as appropriate.

Nice To Haves

Two or more years of experience providing information technology support in a call center environment.
Certification as an HDI Customer Support Representative, HDI Support Center Analyst, Microsoft Certified Technology Support Specialist, Microsoft Certified IT Professional, or Apple Certified Support Professional.
An Associate's degree or enrolled in a degree program.

Responsibilities

Customer service Serve as the first-level contact, providing incident handling and request fulfillment for various IT and business services for the University of Texas community through written or verbal communication.
Greets customers in a courteous, friendly, and professional manner. Listens attentively to customer needs/concerns; demonstrates empathy.
Act as a liaison between customers and internal support staff to ensure accurate issue interpretation and routing for solutions unresolvable by the Service Desk. Maintain communications with customers during the resolution process.
Operational Excellence Provide accurate and timely logging, resolutions, routing, and referrals of customer interactions.
Resolve as many user-reported issues as expertise permits using troubleshooting skills and available tools and follow procedures and policies for the handling of support cases.
Maintain a productive and efficient pace in handling customer issues.
Continual Service Improvement Review and recommend modifications to documentation and procedures.
Participate in projects to enhance and improve service for customers.
Hone and develop skills through training and development.
Mentoring: Offer direction and guidance to co-workers, part-time students and/or hourly employees.
Perform other related functions as assigned.

Benefits

Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
Voluntary Vision, Dental, Life, and Disability insurance options
Generous paid vacation, sick time, and holidays
Teachers Retirement System of Texas: a defined benefit retirement plan
Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
Flexible spending account options for medical and childcare expenses
Robust free training access through LinkedIn Learning plus professional conference opportunities
Tuition assistance
Expansive employee discount program including athletic tickets
Free access to UT Austin's libraries and museums with staff ID card
Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card